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The DNA of customer experience = how...

Palgrave Connect (Online service)

The DNA of customer experience = how emotions drive value /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The DNA of customer experience/ Colin Shaw.
Reminder of title:	how emotions drive value /
Author:	Shaw, Colin,
Published:	Basingstoke :Palgrave Macmillan, : 2007.,
Description:	1 online resource (xx, 166 p.) :ill. :
Subject:	Customer relations. -
Online resource:	An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230210813

The DNA of customer experience = how emotions drive value /
Shaw, Colin,1958-

The DNA of customer experiencehow emotions drive value /[electronic resource] :Colin Shaw. - Basingstoke :Palgrave Macmillan,2007. - 1 online resource (xx, 166 p.) :ill.

Includes bibliographical references and index.

Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

ISBN: 9780230210813

Standard No.: 10.1057/9780230210813doi

Source: 300354Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

560399
Customer relations.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HF5415.5 / .S532 2007eb

Dewey Class. No.: 658.812

The DNA of customer experience = how emotions drive value /
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050 4 $a HF5415.5 $b .S532 2007eb
072 7 $a BUS $x 018000 $2 bisacsh
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100 1 $a Shaw, Colin, $d 1958- $3 936613
245 1 4 $a The DNA of customer experience $h [electronic resource] : $b how emotions drive value / $c Colin Shaw.
260 $a Basingstoke : $b Palgrave Macmillan, $c 2007.
300 $a 1 online resource (xx, 166 p.) : $b ill.
504 $a Includes bibliographical references and index.
505 0 $a Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.
520 $a As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.
588 $a Description based on print version record.
650 0 $a Customer relations. $3 560399
650 0 $a Emotions. $3 560966
650 7 $a BUSINESS & ECONOMICS $x Customer Relations. $2 bisacsh $3 936616
655 4 $a Electronic books. $2 local $3 554714
710 2 $a Palgrave Connect (Online service) $3 834339
856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9780230210813 $z An electronic book accessible through the World Wide Web; click for information
994 $a C0 $b TEF

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